Those of us in the hospitality and retail business know as much about angry customers as any other part of our job. No matter the reason, an irate person will most likely take it out on the first person they come into contact with. There are ways that you can deal with an angry customer without losing your truth or dignity, and I will show you how.
Instructions
Deal With an Angry Customer
1. Listen intently to what the customer is saying to you. Even if they are really angry because their daughter just mouthed off to them and are taking it out on you instead, you don't want to belittle their concern. Listening shows intelligence and care. Hear them out to the end of the story whenever possible.Nod your head to show that you are paying attention. Comment in empathy whenever they pause or seem to expect it.
2. Express empathy, but do not acknowledge your own fault, or that of another or the company, right away unless you are positive that it was an error on your part.
3. Remove yourself from the situation mentally. Think about how petty their complaint often truly is, and think about the wide scope of importance that this issue may or may not be.
4. Consider for yourself whether or not the customer is truly right. It's hard to be objective when someone is berating you severely for something that, even if it's true, should not be handled in such a volatile manner. The truth is, people often want something for free; pointing out the smallest weakness in a worker can lead to freebies in corporations.
5. Apologize and accept responsibility if the customer was truly wronged. They will still be angry. They might even use this as an opportunity to switch their tactics to "I told you so." Simply be gracious, take care of the problem if you have authority. If not, you will need to call your supervisor.
6. Explain what power you do and do not have within a company. If you are a waitress, merely point out the fact that you do not set the prices or policies. In order to keep your job, you have to follow the rules that were given to you. Sometimes they think you are just being mean, and some people that never work in restaurants don't understand that you have limited power as a server.
7. Follow up even the most heated situation with "Thank you for your understanding." Concluding the confrontation on a positive and thankful note sets the tone for a pleasant and friendly future relationship for the customer and company.
